We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 179851 results
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Decision Reference DRN-6045291
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6045291 The complaint Mr and Mrs C complain that Santander UK Plc won’t refund the money they lost as a result of an investment scam. Mr and Mrs C are represented in this complaint, but I’ll refer to them as it’s their complaint. What happened The detailed background to this compla... (5 pages)View decision -
Decision Reference DRN-5834557
4 Feb 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5834557 The complaint Mr J complains about the way Barclays Bank UK PLC has managed his offset mortgage. He doesn’t think it is fair that his monthly mortgage payments fluctuate slightly and believes that they shouldn’t because the borrowing balance is fully offset by the savings ba... (3 pages)View decision -
Decision Reference DRN-5780363
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5780363 The complaint Mr K complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a scam. What happened The background is known to both parties so I won’t repeat all the details here. In summary, Mr K was contacted in October 2023 through his messaging app by so... (2 pages)View decision -
Decision Reference DRN-6026269
4 Feb 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-6026269 The complaint Mr H complains Kroo Bank Ltd won’t refund money he lost as the result of an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam I won’t repeat them in full here. In summary, Mr H was duped into making paym... (4 pages)View decision -
Decision Reference DRN-6129752
4 Feb 2026 Black Horse Limited UpheldConsumer CreditDRN-6129752 The complaint Mr C complains that the car he acquired through Black Horse Limited, trading as Land Rover Financial Services (“BHL”) wasn’t of satisfactory quality. He wants to cancel the agreement and reject the car. Mr C is represented in his complaint. For ease of reading... (4 pages)View decision -
Decision Reference DRN-6094596
4 Feb 2026 HSBC UK Bank Plc UpheldConsumer CreditDRN-6094596 The complaint Mr M complains that HSBC UK Bank Plc gave him conflicting information about the status of his balance transfer and failed to cater for his accessibility requirements. What happened Mr M says he called HSBC in May 2025 because a balance transfer had been proces... (3 pages)View decision -
Decision Reference DRN-6125944
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6125944 The complaint Miss E complains that Lloyds Bank PLC won’t reimburse money she lost to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessm... (4 pages)View decision -
Decision Reference DRN-6122936
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6122936 The complaint Mr G’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance(the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit ... (12 pages)View decision -
Decision Reference DRN-5953224
4 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5953224 The complaint Miss H has complained about the way NewDay Ltd handled a claim for money back in relation to transactions she’d made using her credit card. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything a... (4 pages)View decision -
Decision Reference DRN-5996111
4 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5996111 The complaint Ms B complains that Bank of Scotland plc trading as Halifax unfairly blocked two debit cards she held while she was on holiday. What happened This complaint is about two debit cards Ms B holds with Halifax. She complains that when she was on holiday abroad Hali... (3 pages)View decision